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Virtual Reference Benchmarks

  • ID: 2760419
  • February 2014
  • 175 Pages
  • Primary Research Group
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One Third of All Survey Participants with 150 or More Library Employees Use Text Messaging Facilitator LibraryH3lp

The 186-page study presents results of an exhaustive questionnaire about virtual reference services answered by more than 50 academic, public and special libraries covering issues such as budgets, software and services use, consortia membership, partnerships, library staff time consumed, number of reference questions answered, time taken to provide responses, and the tracking of reference answers and the development of a reference database. The study also looks at reference question & answer delivery vehicles such as web forms, instant messaging, email, phone, Facebook, Twitter, Skype and more. The report also looks at the various costs of virtual reference – telecommunications, manpower, technology and equipment and at how libraries are using and safeguarding their reference response databases.

The study presents data from more than 50 academic, public and special libraries about their virtual reference systems. Data is broken out separately for these types of libraries, as well as by other criteria, such as the number of years that virtual reference has been in use, type of virtual reference service offered, and library size.

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THE QUESTIONNAIRE
SURVEY PARTICIPANTS
CHARACTERISTICS OF THE SAMPLE
SUMMARY OF MAIN FINDINGS
Chapter 1 – Availability and Consortia
Chapter 2 – Commercial Providers of Virtual Reference Service
Chapter 3 – Usage Statistics
Chapter 4 – Scope of Virtual Reference Services Access
Chapter 5 – Reference Query Database
Chapter 6 – Virtual Reference Manpower
Chapter 7 – Costs and Marketing
Chapter 8 – For the Future

LIST OF TABLES
Table 1.1.1 Does the library run a virtual reference service itself?
Table 1.1.2 Does the library run a virtual reference service itself? Broken
out by type of library
Table 1.1.3 Does the library run a virtual reference service itself? Broken
out by total number of full-time equivalent library employees
Table 1.1.4 Does the library run a virtual reference service itself? Broken
out by the type of virtual reference service (real time, answer
later, or both)
Table 1.1.5 Does the library run a virtual reference service itself? Broken
out by the year the library's virtual reference service was
established
Table 2 Does the library participate in a virtual reference consortium?
Table 2.1.1 Does the library participate in a virtual reference consortium?
Table 2.1.2 Does the library participate in a virtual reference consortium?
Broken out by type of library
Table 2.1.3 Does the library participate in a virtual reference consortium?
Broken out by total number of full-time equivalent library
employees
Table 2.1.4 Does the library participate in a virtual reference consortium?
Broken out by the type of virtual reference service (real time,
answer later, or both)
Table 2.1.5 Does the library participate in a virtual reference consortium?
Broken out by the year the library's virtual reference service
was established
Table 3 Does the library collaborate with a commercial provider for its
virtual reference service?
Table 3.1.1 Does the library collaborate with a commercial provider for its
virtual reference service?
Table 3.1.2 Does the library collaborate with a commercial provider for its
virtual reference service? Broken out by type of library
Table 3.1.3 Does the library collaborate with a commercial provider for its
virtual reference service? Broken out by total number of fulltime
equivalent library employees
Table 3.1.4 Does the library collaborate with a commercial provider for its
virtual reference service? Broken out by the type of virtual
reference service (real time, answer later, or both)
Table 3.1.5 Does the library collaborate with a commercial provider for its
virtual reference service? Broken out by the year the library's
virtual reference service was established
Table 4 Does the library collaborate with one or more other libraries
(not in a formal consortium) for its virtual reference service?
Table 4.1.1 Does the library collaborate with one or more other libraries
(not in a formal consortium) for its virtual reference service?
Table 5.1 If your library participates in a virtual reference consortium, or
partners with other libraries in a less formal way, how many
library partners does the consortium or partnership have?
Table 5.2 If your library participates in a virtual reference consortium, or
partners with other libraries in a less formal way, how many
library partners does the consortium or partnership have?
Broken out by type of library
Table 5.3 If your library participates in a virtual reference consortium, or
partners with other libraries in a less formal way, how many
library partners does the consortium or partnership have?
Broken out by total number of full-time equivalent library
employees
Table 5.4 If your library participates in a virtual reference consortium, or
partners with other libraries in a less formal way, how many
library partners does the consortium or partnership have?
Broken out by the type of virtual reference service (real time,
answer later, or both)
Table 5.5 If your library participates in a virtual reference consortium, or
partners with other libraries in a less formal way, how many
library partners does the consortium or partnership have?
Broken out by the year the library's virtual reference service
was established
Table 6 Has your library ever used QuestionPoint for its virtual
reference services?
Table 6.1.1 Has your library ever used QuestionPoint for its virtual
reference services?
Table 6.1.2 Has your library ever used QuestionPoint for its virtual
reference services? Broken out by type of library
Table 6.1.3 Has your library ever used QuestionPoint for its virtual
reference services? Broken out by total number of full-time
equivalent library employees
Table 6.1.4 Has your library ever used QuestionPoint for its virtual
reference services? Broken out by the type of virtual reference
service (real time, answer later, or both)
Table 6.1.5 Has your library ever used QuestionPoint for its virtual
reference services? Broken out by the year the library's virtual
reference service was established
Table 7 Has your library ever used Digsby for its virtual reference
services?
Table 7.1.1 Has your library ever used Digsby for its virtual reference
services?
Table 7.1.2 Has your library ever used Digsby for its virtual reference
services? Broken out by type of library
Table 7.1.3 Has your library ever used Digsby for its virtual reference
services? Broken out by total number of full-time equivalent
library employees
Table 7.1.4 Has your library ever used Digsby for its virtual reference
services? Broken out by the type of virtual reference service
(real time, answer later, or both)
Table 7.1.5 Has your library ever used Digsby for its virtual reference
services? Broken out by the year the library's virtual reference
service was established
Table 8 Has your library ever used RefChatter for its virtual reference
services?
Table 8.1.1 Has your library ever used RefChatter for its virtual reference
services?
Table 8.1.2 Has your library ever used RefChatter for its virtual reference
services? Broken out by type of library
Table 8.1.3 Has your library ever used RefChatter for its virtual reference
services? Broken out by total number of full-time equivalent
library employees
Table 8.1.4 Has your library ever used RefChatter for its virtual reference
services? Broken out by the type of virtual reference service
(real time, answer later, or both)
Table 8.1.5 Has your library ever used RefChatter for its virtual reference
services? Broken out by the year the library's virtual reference
service was established
Table 9 Has your library ever used Tutor.com for its virtual reference
services?
Table 9.1.1 Has your library ever used Tutor.com for its virtual reference
services?
Table 9.1.2 Has your library ever used Tutor.com for its virtual reference
services? Broken out by type of library
Table 9.1.3 Has your library ever used Tutor.com for its virtual reference
services? Broken out by total number of full-time equivalent
library employees
Table 9.1.4 Has your library ever used Tutor.com for its virtual reference
services? Broken out by the type of virtual reference service
(real time, answer later, or both)
Table 9.1.5 Has your library ever used Tutor.com for its virtual reference
services? Broken out by the year the library's virtual reference
service was established
Table 10 Has your library ever used AspiringKidz.com for its virtual
reference services?
Table 10.1.1 Has your library ever used AspiringKidz.com for its virtual
reference services?
Table 11 Has your library ever used Vienova.com for its virtual
reference services?
Table 11.1.1 Has your library ever used Vienova.com for its virtual
reference services?
Table 12 Has your library ever used VRLplus for its virtual reference
services?
Table 12.1.1 Has your library ever used VRLplus for its virtual reference
services?
Table 12.1.2 Has your library ever used VRLplus for its virtual reference
services? Broken out by type of library
Table 12.1.3 Has your library ever used VRLplus for its virtual reference
services? Broken out by total number of full-time equivalent
library employees
Table 12.1.4 Has your library ever used VRLplus for its virtual reference
services? Broken out by the type of virtual reference service
(real time, answer later, or both)
Table 12.1.5 Has your library ever used VRLplus for its virtual reference
services? Broken out by the year the library's virtual reference
service was established
Table 13 Does your library currently use QuestionPoint for its virtual
reference services?
Table 13.1.1 Does your library currently use QuestionPoint for its virtual
reference services?
Table 13.1.2 Does your library currently use QuestionPoint for its virtual
reference services? Broken out by type of library
Table 13.1.3 Does your library currently use QuestionPoint for its virtual
reference services? Broken out by total number of full-time
equivalent library employees
Table 13.1.4 Does your library currently use QuestionPoint for its virtual
reference services? Broken out by the type of virtual reference
service (real time, answer later, or both)
Table 13.1.5 Does your library currently use QuestionPoint for its virtual
reference services? Broken out by the year the library's virtual
reference service was established
Table 14 Does your library currently use RefChatter for its virtual
reference services?
Table 14.1.1 Does your library currently use RefChatter for its virtual
reference services?
Table 14.1.2 Does your library currently use RefChatter for its virtual
reference services? Broken out by type of library
Table 14.1.3 Does your library currently use RefChatter for its virtual
reference services? Broken out by total number of full-time
equivalent library employees
Table 14.1.4 Does your library currently use RefChatter for its virtual
reference services? Broken out by the type of virtual reference
service (real time, answer later, or both)
Table 14.1.5 Does your library currently use RefChatter for its virtual
reference services? Broken out by the year the library's virtual
reference service was established
Table 15 Does your library currently use Digsby for its virtual reference
services?
Table 15.1.1 Does your library currently use Digsby for its virtual reference
services?
Table 16 Does your library currently use Tutor.com for its virtual
reference services?
Table 16.1.1 Does your library currently use Tutor.com for its virtual
reference services?
Table 16.1.2 Does your library currently use Tutor.com for its virtual
reference services? Broken out by type of library
Table 16.1.3 Does your library currently use Tutor.com for its virtual
reference services? Broken out by total number of full-time
equivalent library employees
Table 16.1.4 Does your library currently use Tutor.com for its virtual
reference services? Broken out by the type of virtual reference
service (real time, answer later, or both)
Table 16.1.5 Does your library currently use Tutor.com for its virtual
reference services? Broken out by the year the library's virtual
reference service was established
Table 17 Does your library currently use AspiringKidz.com for its virtual
reference services?
Table 17.1.1 Does your library currently use AspiringKidz.com for its virtual
reference services?
Table 18 Does your library currently use Vienova.com for its virtual
reference services?
Table 18.1.1 Does your library currently use Vienova.com for its virtual
reference services?
Table 19 Does your library currently use VRLplus for its virtual
reference services?
Table 19.1.1 Does your library currently use VRLplus for its virtual
reference services?
Table 20 Is your library currently using Google Voice for its library text
messaging services?
Table 20.1.1 Is your library currently using Google Voice for its library text
messaging services?
Table 20.1.2 Is your library currently using Google Voice for its library text
messaging services? Broken out by type of library
Table 20.1.3 Is your library currently using Google Voice for its library text
messaging services? Broken out by total number of full-time
equivalent library employees
Table 20.1.4 Is your library currently using Google Voice for its library text
messaging services? Broken out by the type of virtual reference
service (real time, answer later, or both)
Table 20.1.5 Is your library currently using Google Voice for its library text
messaging services? Broken out by the year the library's
virtual reference service was established
Table 21 Is your library currently using LibAnswers for its library text
messaging services?
Table 21.1.1 Is your library currently using LibAnswers for its library text
messaging services?
Table 21.1.2 Is your library currently using LibAnswers for its library text
messaging services? Broken out by type of library
Table 21.1.3 Is your library currently using LibAnswers for its library text
messaging services? Broken out by total number of full-time
equivalent library employees
Table 21.1.4 Is your library currently using LibAnswers for its library text
messaging services? Broken out by the type of virtual reference
service (real time, answer later, or both)
Table 21.1.5 Is your library currently using LibAnswers for its library text
messaging services? Broken out by the year the library's
virtual reference service was established
Table 22 Is your library currently using LibraryH3lp for its library text
messaging services?
Table 22.1.1 Is your library currently using LibraryH3lp for its library text
messaging services?
Table 22.1.2 Is your library currently using LibraryH3lp for its library text
messaging services? Broken out by type of library
Table 22.1.3 Is your library currently using LibraryH3lp for its library text
messaging services? Broken out by total number of full-time
equivalent library employees
Table 22.1.4 Is your library currently using LibraryH3lp for its library text
messaging services? Broken out by the type of virtual reference
service (real time, answer later, or both)
Table 22.1.5 Is your library currently using LibraryH3lp for its library text
messaging services? Broken out by the year the library's
virtual reference service was established
Table 23 Is your library currently using Reference by SMS for its library
text messaging services?
Table 23.1.1 Is your library currently using Reference by SMS for its library
text messaging services?
Table 23.1.2 Is your library currently using Reference by SMS for its library
text messaging services? Broken out by type of library
Table 23.1.3 Is your library currently using Reference by SMS for its library
text messaging services? Broken out by total number of fulltime
equivalent library employees
Table 23.1.4 Is your library currently using Reference by SMS for its library
text messaging services? Broken out by the type of virtual
reference service (real time, answer later, or both)
Table 23.1.5 Is your library currently using Reference by SMS for its library
text messaging services? Broken out by the year the library's
virtual reference service was established
Table 24 Is your library currently using Mosio's Text a Librarian for its
library text messaging services?
Table 24.1.1 Is your library currently using Mosio's Text a Librarian for its
library text messaging services?
Table 24.1.2 Is your library currently using Mosio's Text a Librarian for its
library text messaging services? Broken out by type of library
Table 24.1.3 Is your library currently using Mosio's Text a Librarian for its
library text messaging services? Broken out by total number of
full-time equivalent library employees
Table 24.1.4 Is your library currently using Mosio's Text a Librarian for its
library text messaging services? Broken out by the type of
virtual reference service (real time, answer later, or both)
Table 24.1.5 Is your library currently using Mosio's Text a Librarian for its
library text messaging services? Broken out by the year the
library's virtual reference service was established
Table 25 How many reference queries did your library get through
virtual reference in 2012?
Table 25.1.1 How many reference queries did your library get through
virtual reference in 2012?
Table 25.1.2 How many reference queries did your library get through
virtual reference in 2012? Broken out by type of library
Table 25.1.3 How many reference queries did your library get through
virtual reference in 2012? Broken out by total number of fulltime
equivalent library employees
Table 25.1.4 How many reference queries did your library get through
virtual reference in 2012? Broken out by the type of virtual
reference service (real time, answer later, or both)
Table 25.1.5 How many reference queries did your library get through
virtual reference in 2012? Broken out by the year the library's
virtual reference service was established
Table 26 How many reference queries did your library get through
virtual reference in 2013?
Table 26.1.1 How many reference queries did your library get through
virtual reference in 2013?
Table 26.1.2 How many reference queries did your library get through
virtual reference in 2013? Broken out by type of library
Table 26.1.3 How many reference queries did your library get through
virtual reference in 2013? Broken out by total number of fulltime
equivalent library employees
Table 26.1.4 How many reference queries did your library get through
virtual reference in 2013? Broken out by the type of virtual
reference service (real time, answer later, or both)
Table 26.1.5 How many reference queries did your library get through
virtual reference in 2013? Broken out by the year the library's
virtual reference service was established
Table 27 What is the average amount of time (in minutes) your
librarians take to answer questions that are asked in real time
while the inquirer waits for an answer?
Table 27.1.1 What is the average amount of time (in minutes) your
librarians take to answer questions that are asked in real time
while the inquirer waits for an answer?
Table 27.1.2 What is the average amount of time (in minutes) your
librarians take to answer questions that are asked in real time
while the inquirer waits for an answer? Broken out by type of
library
Table 27.1.3 What is the average amount of time (in minutes) your
librarians take to answer questions that are asked in real time
while the inquirer waits for an answer? Broken out by total
number of full-time equivalent library employees
Table 27.1.4 What is the average amount of time (in minutes) your
librarians take to answer questions that are asked in real time
while the inquirer waits for an answer? Broken out by the type
of virtual reference service (real time, answer later, or both)
Table 27.1.5 What is the average amount of time (in minutes) your
librarians take to answer questions that are asked in real time
while the inquirer waits for an answer? Broken out by the year
the library's virtual reference service was established
Table 28 What is the average amount of time (in hours) your librarians
take to answer questions that must be researched in depth first
and answered later?
Table 28.1.1 What is the average amount of time (in hours) your librarians
take to answer questions that must be researched in depth first
and answered later?
Table 28.1.2 What is the average amount of time (in hours) your librarians
take to answer questions that must be researched in depth first
and answered later? Broken out by type of library
Table 28.1.3 What is the average amount of time (in hours) your librarians
take to answer questions that must be researched in depth first
and answered later? Broken out by total number of full-time
equivalent library employees
Table 28.1.4 What is the average amount of time (in hours) your librarians
take to answer questions that must be researched in depth first
and answered later? Broken out by the type of virtual
reference service (real time, answer later, or both)
Table 28.1.5 What is the average amount of time (in hours) your librarians
take to answer questions that must be researched in depth first
and answered later? Broken out by the year the library's
virtual reference service was established
Table 29.1 Does your library track virtual reference questions by type of
question or subject area?
Table 29.2 Does your library track virtual reference questions by type of
question or subject area? Broken out by type of library
Table 29.3 Does your library track virtual reference questions by type of
question or subject area? Broken out by total number of fulltime
equivalent library employees
Table 29.4 Does your library track virtual reference questions by type of
question or subject area? Broken out by the type of virtual
reference service (real time, answer later, or both)
Table 29.5 Does your library track virtual reference questions by type of
question or subject area? Broken out by the year the library's
virtual reference service was established
Table 30.1 Does your library use a web form through which patrons can
ask a reference question which the library will then answer
(generally by email) within a given time period?
Table 30.2 Does your library use a web form through which patrons can
ask a reference question which the library will then answer
(generally by email) within a given time period? Broken out by
type of library
Table 30.3 Does your library use a web form through which patrons can
ask a reference question which the library will then answer
(generally by email) within a given time period? Broken out by
total number of full-time equivalent library employees
Table 30.4 Does your library use a web form through which patrons can
ask a reference question which the library will then answer
(generally by email) within a given time period? Broken out by
the type of virtual reference service (real time, answer later, or
both)
Table 30.5 Does your library use a web form through which patrons can
ask a reference question which the library will then answer
(generally by email) within a given time period? Broken out by
the year the library's virtual reference service was established
Table 31.1 If your library uses such a web form, how many web form
queries did it get in the past year?
Table 31.2 If your library uses such a web form, how many web form
queries did it get in the past year? Broken out by type of
library
Table 31.3 If your library uses such a web form, how many web form
queries did it get in the past year? Broken out by total number
of full-time equivalent library employees
Table 31.4 If your library uses such a web form, how many web form
queries did it get in the past year? Broken out by the type of
virtual reference service (real time, answer later, or both)
Table 31.5 If your library uses such a web form, how many web form
queries did it get in the past year? Broken out by the year the
library's virtual reference service was established
Table 32.1 Does your library offer virtual reference through Skype?
Table 32.2 Does your library offer virtual reference through Skype?
Broken out by type of library
Table 32.3 Does your library offer virtual reference through Skype?
Broken out by total number of full-time equivalent library
employees
Table 32.4 Does your library offer virtual reference through Skype?
Broken out by the type of virtual reference service (real time,
answer later, or both)
Table 32.5 Does your library offer virtual reference through Skype?
Broken out by the year the library's virtual reference service
was established
Table 33.1 About what percentage of your library's reference query
responses include a screenshot or video in the response?
Table 33.2 About what percentage of your library's reference query
responses include a screenshot or video in the response?
Broken out by type of library
Table 33.3 About what percentage of your library's reference query
responses include a screenshot or video in the response?
Broken out by total number of full-time equivalent library
employees
Table 33.4 About what percentage of your library's reference query
responses include a screenshot or video in the response?
Broken out by the type of virtual reference service (real time,
answer later, or both)
Table 33.5 About what percentage of your library's reference query
responses include a screenshot or video in the response?
Broken out by the year the library's virtual reference service
was established
Table 34 If your reference librarians include screenshots or videos in
their responses, do they use Camtasia?
Table 34.1.1 If your reference librarians include screenshots or videos in
their responses, do they use Camtasia?
Table 34.1.2 If your reference librarians include screenshots or videos in
their responses, do they use Camtasia? Broken out by type of
library
Table 34.1.3 If your reference librarians include screenshots or videos in
their responses, do they use Camtasia? Broken out by total
number of full-time equivalent library employees
Table 34.1.4 If your reference librarians include screenshots or videos in
their responses, do they use Camtasia? Broken out by the type
of virtual reference service (real time, answer later, or both)
Table 34.1.5 If your reference librarians include screenshots or videos in
their responses, do they use Camtasia? Broken out by the year
the library's virtual reference service was established
Table 35 If your reference librarians include screenshots or videos in
their responses, do they use Jing?
Table 35.1.1 If your reference librarians include screenshots or videos in
their responses, do they use Jing?
Table 35.1.2 If your reference librarians include screenshots or videos in
their responses, do they use Jing? Broken out by type of library
Table 35.1.3 If your reference librarians include screenshots or videos in
their responses, do they use Jing? Broken out by total number
of full-time equivalent library employees
Table 35.1.4 If your reference librarians include screenshots or videos in
their responses, do they use Jing? Broken out by the type of
virtual reference service (real time, answer later, or both)
Table 35.1.5 If your reference librarians include screenshots or videos in
their responses, do they use Jing? Broken out by the year the
library's virtual reference service was established
Table 36 If your reference librarians include screenshots or videos in
their responses, do they use Screenjelly?
Table 36.1.1 If your reference librarians include screenshots or videos in
their responses, do they use Screenjelly?
Table 36.1.2 If your reference librarians include screenshots or videos in
their responses, do they use Screenjelly? Broken out by type of
library
Table 36.1.3 If your reference librarians include screenshots or videos in
their responses, do they use Screenjelly? Broken out by total
number of full-time equivalent library employees
Table 36.1.4 If your reference librarians include screenshots or videos in
their responses, do they use Screenjelly? Broken out by the
type of virtual reference service (real time, answer later, or
both)
Table 36.1.5 If your reference librarians include screenshots or videos in
their responses, do they use Screenjelly? Broken out by the
year the library's virtual reference service was established
Table 37 If your reference librarians include screenshots or videos in
their responses, do they use Capture Fox?
Table 37.1.1 If your reference librarians include screenshots or videos in
their responses, do they use Capture Fox?
Table 37.1.2 If your reference librarians include screenshots or videos in
their responses, do they use Capture Fox? Broken out by type
of library
Table 37.1.3 If your reference librarians include screenshots or videos in
their responses, do they use Capture Fox? Broken out by total
number of full-time equivalent library employees
Table 37.1.4 If your reference librarians include screenshots or videos in
their responses, do they use Capture Fox? Broken out by the
type of virtual reference service (real time, answer later, or
both)
Table 37.1.5 If your reference librarians include screenshots or videos in
their responses, do they use Capture Fox? Broken out by the
year the library's virtual reference service was established
Table 38.1 Does your library currently use any form of video reference?
Table 38.2 Does your library currently use any form of video reference?
Broken out by type of library
Table 38.3 Does your library currently use any form of video reference?
Broken out by total number of full-time equivalent library
employees
Table 38.4 Does your library currently use any form of video reference?
Broken out by the type of virtual reference service (real time,
answer later, or both)
Table 38.5 Does your library currently use any form of video reference?
Broken out by the year the library's virtual reference service
was established
Table 39.1 Can library patrons send text messages to the virtual reference
service as a way of accessing the service?
Table 39.2 Can library patrons send text messages to the virtual reference
service as a way of accessing the service? Broken out by type of
library
Table 39.3 Can library patrons send text messages to the virtual reference
service as a way of accessing the service? Broken out by total
number of full-time equivalent library employees
Table 39.4 Can library patrons send text messages to the virtual reference
service as a way of accessing the service? Broken out by the
type of virtual reference service (real time, answer later, or
both)
Table 39.5 Can library patrons send text messages to the virtual reference
service as a way of accessing the service? Broken out by the
year the library's virtual reference service was established
Table 40.1 If your library reference service currently accepts text message
reference queries, what percentage of total reference queries
come through the text message channel?
Table 40.2 If your library reference service currently accepts text message
reference queries, what percentage of total reference queries
come through the text message channel? Broken out by type of
library
Table 40.3 If your library reference service currently accepts text message
reference queries, what percentage of total reference queries
come through the text message channel? Broken out by total
number of full-time equivalent library employees
Table 40.4 If your library reference service currently accepts text message
reference queries, what percentage of total reference queries
come through the text message channel? Broken out by the
type of virtual reference service (real time, answer later, or
both)
Table 40.5 If your library reference service currently accepts text message
reference queries, what percentage of total reference queries
come through the text message channel? Broken out by the
year the library's virtual reference service was established
Table 41 Does your library accept reference queries through Twitter?
Table 41.1.1 Does your library accept reference queries through Twitter?
Table 41.1.2 Does your library accept reference queries through Twitter?
Broken out by type of library
Table 41.1.3 Does your library accept reference queries through Twitter?
Broken out by total number of full-time equivalent library
employees
Table 41.1.4 Does your library accept reference queries through Twitter?
Broken out by the type of virtual reference service (real time,
answer later, or both)
Table 41.1.5 Does your library accept reference queries through Twitter?
Broken out by the year the library's virtual reference service
was established
Table 42 Does your library accept reference queries through a micro-
messaging service other than Twitter?
Table 42.1.1 Does your library accept reference queries through a micromessaging
service other than Twitter?
Table 43 Does your library accept reference queries through Facebook?
Table 43.1.1 Does your library accept reference queries through Facebook?
Table 43.1.2 Does your library accept reference queries through Facebook?
Broken out by type of library
Table 43.1.3 Does your library accept reference queries through Facebook?
Broken out by total number of full-time equivalent library
employees
Table 43.1.4 Does your library accept reference queries through Facebook?
Broken out by the type of virtual reference service (real time,
answer later, or both)
Table 43.1.5 Does your library accept reference queries through Facebook?
Broken out by the year the library's virtual reference service
was established
Table 44 Does your library accept reference queries through LinkedIn?
Table 44.1.1 Does your library accept reference queries through LinkedIn?
Table 44.1.2 Does your library accept reference queries through LinkedIn?
Broken out by type of library
Table 44.1.3 Does your library accept reference queries through LinkedIn?
Broken out by total number of full-time equivalent library
employees
Table 44.1.4 Does your library accept reference queries through LinkedIn?
Broken out by the type of virtual reference service (real time,
answer later, or both)
Table 44.1.5 Does your library accept reference queries through LinkedIn?
Broken out by the year the library's virtual reference service
was established
Table 45 Approximately how many reference queries did the library
field in the past year via Twitter?
Table 45.1.1 Approximately how many reference queries did the library
field in the past year via Twitter?
Table 45.1.2 Approximately how many reference queries did the library
field in the past year via Twitter? Broken out by type of library
Table 45.1.3 Approximately how many reference queries did the library
field in the past year via Twitter? Broken out by total number
of full-time equivalent library employees
Table 45.1.4 Approximately how many reference queries did the library
field in the past year via Twitter? Broken out by the type of
virtual reference service (real time, answer later, or both)
Table 45.1.5 Approximately how many reference queries did the library
field in the past year via Twitter? Broken out by the year the
library's virtual reference service was established
Table 46 Approximately how many reference queries did the library
field in the past year via Facebook?
Table 46.1.1 Approximately how many reference queries did the library
field in the past year via Facebook?
Table 46.1.2 Approximately how many reference queries did the library
field in the past year via Facebook? Broken out by type of
library
Table 46.1.3 Approximately how many reference queries did the library
field in the past year via Facebook? Broken out by total number
of full-time equivalent library employees
Table 46.1.4 Approximately how many reference queries did the library
field in the past year via Facebook? Broken out by the type of
virtual reference service (real time, answer later, or both)
Table 46.1.5 Approximately how many reference queries did the library
field in the past year via Facebook? Broken out by the year the
library's virtual reference service was established
Table 47.1 Does your library maintain any form of reference query
database?
Table 47.2 Does your library maintain any form of reference query
database? Broken out by type of library
Table 47.3 Does your library maintain any form of reference query
database? Broken out by total number of full-time equivalent
library employees
Table 47.4 Does your library maintain any form of reference query
database? Broken out by the type of virtual reference service
(real time, answer later, or both)
Table 47.5 Does your library maintain any form of reference query
database? Broken out by the year the library's virtual reference
service was established
Table 48.1 Does the library destroy the transcript or log of past reference
queries after a given period of time?
Table 48.2 Does the library destroy the transcript or log of past reference
queries after a given period of time? Broken out by type of
library
Table 48.3 Does the library destroy the transcript or log of past reference
queries after a given period of time? Broken out by total
number of full-time equivalent library employees
Table 48.4 Does the library destroy the transcript or log of past reference
queries after a given period of time? Broken out by the type of
virtual reference service (real time, answer later, or both)
Table 48.5 Does the library destroy the transcript or log of past reference
queries after a given period of time? Broken out by the year the
library's virtual reference service was established
Table 49.1 Does the library strip personal identifying information from its
log or database of reference session transcripts?
Table 49.2 Does the library strip personal identifying information from its
log or database of reference session transcripts? Broken out by
type of library
Table 49.3 Does the library strip personal identifying information from its
log or database of reference session transcripts? Broken out by
total number of full-time equivalent library employees
Table 49.4 Does the library strip personal identifying information from its
log or database of reference session transcripts? Broken out by
the type of virtual reference service (real time, answer later, or
both)
Table 49.5 Does the library strip personal identifying information from its
log or database of reference session transcripts? Broken out by
the year the library's virtual reference service was established
Table 50.1 Do you have one or more librarians whose main focus for a
particular number of hours per week is on satisfying virtual
reference requests?
Table 50.2 Do you have one or more librarians whose main focus for a
particular number of hours per week is on satisfying virtual
reference requests? Broken out by type of library
Table 50.3 Do you have one or more librarians whose main focus for a
particular number of hours per week is on satisfying virtual
reference requests? Broken out by total number of full-time
equivalent library employees
Table 50.4 Do you have one or more librarians whose main focus for a
particular number of hours per week is on satisfying virtual
reference requests? Broken out by the type of virtual reference
service (real time, answer later, or both)
Table 50.5 Do you have one or more librarians whose main focus for a
particular number of hours per week is on satisfying virtual
reference requests? Broken out by the year the library's virtual
reference service was established
Table 51.1 If you have one or more employees who for at least some hours
is dedicated to virtual reference, about what percentage of that
person's (or their) time in that period is accounted for by work
on virtual reference rather than on other tasks that may be
performed during virtual reference downtime?
Table 51.2 If you have one or more employees who for at least some hours
is dedicated to virtual reference, about what percentage of that
person's (or their) time in that period is accounted for by work
on virtual reference rather than on other tasks that may be
performed during virtual reference downtime? Broken out by
type of library
Table 51.3 If you have one or more employees who for at least some hours
is dedicated to virtual reference, about what percentage of that
person's (or their) time in that period is accounted for by work
on virtual reference rather than on other tasks that may be
performed during virtual reference downtime? Broken out by
total number of full-time equivalent library employees
Table 51.4 If you have one or more employees who for at least some hours
is dedicated to virtual reference, about what percentage of that
person's (or their) time in that period is accounted for by work
on virtual reference rather than on other tasks that may be
performed during virtual reference downtime? Broken out by
the type of virtual reference service (real time, answer later, or
both)
Table 51.5 If you have one or more employees who for at least some hours
is dedicated to virtual reference, about what percentage of that
person's (or their) time in that period is accounted for by work
on virtual reference rather than on other tasks that may be
performed during virtual reference downtime? Broken out by
the year the library's virtual reference service was established
Table 52 Approximately how many man-hours of labor per week did the
library dedicate to virtual reference in 2012?
Table 52.1.1 Approximately how many man-hours of labor per week did the
library dedicate to virtual reference in 2012?
Table 52.1.2 Approximately how many man-hours of labor per week did the
library dedicate to virtual reference in 2012? Broken out by
type of library
Table 52.1.3 Approximately how many man-hours of labor per week did the
library dedicate to virtual reference in 2012? Broken out by
total number of full-time equivalent library employees
Table 52.1.4 Approximately how many man-hours of labor per week did the
library dedicate to virtual reference in 2012? Broken out by the
type of virtual reference service (real time, answer later, or
both)
Table 52.1.5 Approximately how many man-hours of labor per week did the
library dedicate to virtual reference in 2012? Broken out by the
year the library's virtual reference service was established
Table 53 Approximately how many man-hours of labor per week did the
library dedicate to virtual reference in 2013?
Table 53.1.1 Approximately how many man-hours of labor per week did the
library dedicate to virtual reference in 2013?
Table 53.1.2 Approximately how many man-hours of labor per week did the
library dedicate to virtual reference in 2013? Broken out by
type of library
Table 53.1.3 Approximately how many man-hours of labor per week did the
library dedicate to virtual reference in 2013? Broken out by
total number of full-time equivalent library employees
Table 53.1.4 Approximately how many man-hours of labor per week did the
library dedicate to virtual reference in 2013? Broken out by the
type of virtual reference service (real time, answer later, or
both)
Table 53.1.5 Approximately how many man-hours of labor per week did the
library dedicate to virtual reference in 2013? Broken out by the
year the library's virtual reference service was established
Table 54 Approximately how many man-hours of labor per week will
the library dedicate to virtual reference in 2014?
Table 54.1.1 Approximately how many man-hours of labor per week will
the library dedicate to virtual reference in 2014?
Table 54.1.2 Approximately how many man-hours of labor per week will
the library dedicate to virtual reference in 2014? Broken out by
type of library
Table 54.1.3 Approximately how many man-hours of labor per week will
the library dedicate to virtual reference in 2014? Broken out by
total number of full-time equivalent library employees
Table 54.1.4 Approximately how many man-hours of labor per week will
the library dedicate to virtual reference in 2014? Broken out by
the type of virtual reference service (real time, answer later, or
both)
Table 54.1.5 Approximately how many man-hours of labor per week will
the library dedicate to virtual reference in 2014? Broken out by
the year the library's virtual reference service was established
Table 55.1 Approximately how many librarians at your library are
involved in responding to virtual reference queries?
Table 55.2 Approximately how many librarians at your library are
involved in responding to virtual reference queries? Broken
out by type of library
Table 55.3 Approximately how many librarians at your library are
involved in responding to virtual reference queries? Broken
out by total number of full-time equivalent library employees
Table 55.4 Approximately how many librarians at your library are
involved in responding to virtual reference queries? Broken
out by the type of virtual reference service (real time, answer
later, or both)
Table 55.5 Approximately how many librarians at your library are
involved in responding to virtual reference queries? Broken
out by the year the library's virtual reference service was
established
Table 56.1 Is there a line item or specific outlay in the library budget for
the virtual reference service?
Table 56.2 Is there a line item or specific outlay in the library budget for
the virtual reference service? Broken out by type of library
Table 56.3 Is there a line item or specific outlay in the library budget for
the virtual reference service? Broken out by total number of
full-time equivalent library employees
Table 56.4 Is there a line item or specific outlay in the library budget for
the virtual reference service? Broken out by the type of virtual
reference service (real time, answer later, or both)
Table 56.5 Is there a line item or specific outlay in the library budget for
the virtual reference service? Broken out by the year the
library's virtual reference service was established
Table 57 What is the library's spending (in USD) on equipment and
software for its virtual reference service?
Table 57.1.1 What is the library's spending (in USD) on equipment and
software for its virtual reference service?
Table 57.1.2 What is the library's spending (in USD) on equipment and
software for its virtual reference service? Broken out by type of
library
Table 57.1.3 What is the library's spending (in USD) on equipment and
software for its virtual reference service? Broken out by total
number of full-time equivalent library employees
Table 57.1.4 What is the library's spending (in USD) on equipment and
software for its virtual reference service? Broken out by the
type of virtual reference service (real time, answer later, or
both)
Table 57.1.5 What is the library's spending (in USD) on equipment and
software for its virtual reference service? Broken out by the
year the library's virtual reference service was established
Table 58 What is the library's spending (in USD) on telecommunication
costs for its virtual reference service?
Table 58.1.1 What is the library's spending (in USD) on telecommunication
costs for its virtual reference service?
Table 59 What is the library's spending (in USD) on staff training for its
virtual reference service?
Table 59.1.1 What is the library's spending (in USD) on staff training for its
virtual reference service?
Table 59.1.2 What is the library's spending (in USD) on staff training for its
virtual reference service? Broken out by type of library
Table 59.1.3 What is the library's spending (in USD) on staff training for its
virtual reference service? Broken out by total number of fulltime
equivalent library employees
Table 59.1.4 What is the library's spending (in USD) on staff training for its
virtual reference service? Broken out by the type of virtual
reference service (real time, answer later, or both)
Table 59.1.5 What is the library's spending (in USD) on staff training for its
virtual reference service? Broken out by the year the library's
virtual reference service was established
Table 60 What is the library's spending (in USD) on salaries for its
virtual reference service?
Table 60.1.1 What is the library's spending (in USD) on salaries for its
virtual reference service?
Table 60.1.2 What is the library's spending (in USD) on salaries for its
virtual reference service? Broken out by type of library
Table 60.1.3 What is the library's spending (in USD) on salaries for its
virtual reference service? Broken out by total number of fulltime
equivalent library employees
Table 60.1.4 What is the library's spending (in USD) on salaries for its
virtual reference service? Broken out by the type of virtual
reference service (real time, answer later, or both)
Table 60.1.5 What is the library's spending (in USD) on salaries for its
virtual reference service? Broken out by the year the library's
virtual reference service was established
Table 61 What is the library's spending (in USD) on publicity and
marketing for its virtual reference service?
Table 61.1.1 What is the library's spending (in USD) on publicity and
marketing for its virtual reference service?
Table 61.1.2 What is the library's spending (in USD) on publicity and
marketing for its virtual reference service? Broken out by type
of library
Table 61.1.3 What is the library's spending (in USD) on publicity and
marketing for its virtual reference service? Broken out by total
number of full-time equivalent library employees
Table 61.1.4 What is the library's spending (in USD) on publicity and
marketing for its virtual reference service? Broken out by the
type of virtual reference service (real time, answer later, or both)
Table 61.1.5 What is the library's spending (in USD) on publicity and
marketing for its virtual reference service? Broken out by the
year the library's virtual reference service was established

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